To understand when your funds were expected to arrive, please read our general guidance on delivery times here. The following things can impact delivery speeds:
- If we receive your funds after the close of business or during the weekend, we may begin processing your transfer on the next business day
- National bank holidays in different countries can delay payment processing until the next business day
- If the receiving bank is unable to verify the account details of the recipient, they may return the payment to us. This can take up to 5 business days to complete and will result in a refund back to your source account
If you are experiencing delays, it's important to remember that your funds remain safe while they are being processed. In less than 1% of cases, banks involved in the payment chain may need to undertake manual due diligence checks before releasing funds. Although this is frustrating, it is unfortunately outside of our control and performed for legal reasons. Such checks are usually completed within 7 business days.
How we can help
If your funds are delayed, please chat to us through the app. We'll review your transfer details and make sure that everything is working as expected. We're always happy provide proof of payment for your records.
In certain cases we can provide a settlement reference which can be shared with the recipient's bank in order to help trace your funds.
We understand that delays are frustrating and apologise if you are experiencing one.